Deliveroo London - London

Chris R.

★☆☆☆☆ Unacceptable Experience — No Accountability from Deliveroo or Papa John’s

Shocking service from both Deliveroo and Papa John’s Swadlincote. I placed an order via the Deliveroo app, which charged my credit card instantly — yet when things went wrong, both parties played the blame game and took zero accountability.

The order was supposedly being delivered by Papa John’s own driver, but when it went missing, Deliveroo told me to “contact the restaurant directly” — as if I, the paying customer, am responsible for chasing their logistics failure. Their support agent even admitted they couldn’t offer compensation and just “encouraged me to leave feedback.” Seriously?

Let me be clear: I contracted with Deliveroo, not Papa John’s. Deliveroo took my money. Under UK consumer law, Deliveroo has obligations, but they flatly refused to uphold them. Appalling.

This experience has left me angry, hungry, and with no resolution. Deliveroo has become nothing more than a middleman that dodges responsibility the moment something goes wrong. Papa John’s was equally unhelpful.

Avoid using Deliveroo for any restaurants using their own drivers — you’ll be left high and dry when issues arise.

Nabeel S.

Never trust Deliveroo when ordering from McDonald’s Fratton — this is the second time Deliveroo has completely mishandled my order and left me with cold food, no refund, and zero accountability.

I placed an order via Deliveroo at 11:16pm on Sunday, 1st June from McDonald’s Fratton branch (Portsmouth). About 45 minutes later, the rider turned up — only to realise the bag had someone else’s order, even though my address was correct. The order number didn’t match, and the rider himself said, “Not again,” implying this isn’t the first time something like this has happened between Deliveroo and this branch.

The rider called Deliveroo support, who then contacted me. The agent admitted there had been a mess-up but refused to reissue the order from their end. I asked if they could process it in parallel so I wouldn’t have to wait again. She said no — I had to manually reorder, and “might” get compensated later.

I explained I wasn’t going to pay again unless they gave me a voucher or some sort of guarantee. She said she couldn’t help. I went to LiveChat, provided proof — including photos from the rider — and was told nothing could be done unless the rider returned the food (which I had already passed back to him).

Left without support, I reordered through Just Eat.

Then, out of nowhere, Deliveroo sent a notification saying the original order was back in process. I contacted LiveChat immediately and said I wouldn’t accept it. I had already reordered, and given how late it was, it was guaranteed to arrive stone cold. I was assured I could check the order and let them know.

The food arrived — and as expected, it was cold. I checked the receipt and it was clearly the same original order that had been sitting around. I sent photos, confirmed it was cold and not fresh, and told them I would have accepted it if it hadn’t been left out for so long.

Their response? “It’s not our fault. The restaurant had already prepared it, and it was in transit — we can’t intervene.”
And their solution? A £6 refund on a £16+ order. I refused and asked the rider to take it back. He said he couldn’t.

So now:
– I’ve paid twice (Deliveroo + Just Eat)
– Been delivered cold, inedible food
– And had no meaningful support from Deliveroo

Deliveroo keeps blaming McDonald’s Fratton, but this is a pattern.
Even the rider said this sort of thing keeps happening. How can an order have the correct address but the wrong order number? How is Deliveroo pushing through orders that were clearly already rejected or returned? And why does the customer get stuck in the middle — with the bill?

Deliveroo needs to answer for this. Not just with a partial refund, but by fixing the broken system that continues to ruin customer experiences.

Until then, I strongly advise:
Do NOT use Deliveroo for McDonald’s Fratton. You’re better off elsewhere.
Added note: my reviews are viewed by couple of thousand viewers online 😉
Enjoy the publicity

Shi

Deliveroo is a typical sham company.

They don't quality check and allow their restaurant partners to scam customers. They don't do anything about it. The drivers hardly ever match their pictures and prices of food can be close to double the price it is in store. They protect popular chain stores such as Chilango and Starbucks even when they mess up your order. Its nothing short of a racket that protects other big companies while they literally steal from you. There is nothing good that comes from the company. I genuinely cannot believe that they are legally allowed to operate with such illegal practises. I genuinely hope this company gets investigated for theft. I think I will need to report them.

Its gotten to the point where I just deleted my account. Go for a walk and pick it up instead, life is too short to die of a stress heart attack from dealing with this company.

Glenn D.

I ordered Starbucks through Deliveroo, but the rider spilled the drinks during transit. When I contacted Deliveroo customer support, they refused to issue a refund, despite the rider admitting the problem and the goods being unusable.

I referenced my rights under the Consumer Rights Act 2015, but Deliveroo ignored my complaint and offered no resolution. I have now had to initiate a chargeback through my bank for goods not delivered in acceptable condition.

Disappointed with the poor customer service and disregard for consumer rights. Proceed with caution when ordering through Deliveroo — if something goes wrong, they may refuse to refund you.

Magi S.

I’ve never been more dissatisfied with a service than I am with Deliveroo’s online support. When I encountered an issue with my order, I expected a prompt and helpful resolution. Instead, I was met with slow responses, generic replies, and a complete lack of accountability. It’s incredibly frustrating to feel like no one is actually listening or taking the problem seriously.

The whole experience has left me feeling ignored and undervalued as a customer. I expected better from a company of this size. Definitely rethinking whether I’ll use Deliveroo again.

Klaudia B.

I do not recommend it, I applied for a raider bicycle job in Deliveroo at the beginning of March this year. I wrote several emails after the process took a long time. I had to authenticate the information four times because they indicated that it was not clear or not sufficient to confirm your address or bank details .Without a job, you cannot apply for a tax number and without it, there is no job. After almost two months and writing that I am interested in work, my messages were ignored and today I am logging in on the website and it turns out that there are no more vacancies and they will contact me when there will be open recruitment offers for this position . This is a joke, I don't know who works in customer service but a delivery job should be easy to get and and I shouldn't look how I describe it . I don't recommend when you looking for job they will just ghost you .

Annie S.

Money Taken, No Refund — Beware!

Placed a £47 order with Deliveroo — my daughter never had problems, so I trusted them. They delivered someone else’s order. I reported it straight away with photos, expecting a simple refund or re-delivery. Instead, Deliveroo refused — no explanation, no apology, just “we’ll learn from this.” The grocery store said it’s Deliveroo’s problem — yet they kept my money for items I never got. If it can happen to me, it can happen to anyone. Be careful — Deliveroo can take your money and leave you with nothing.

Steffy U.

I am incredibly frustrated with Deliveroo's customer service, and I need to vent.

Early this morning, I ordered some snacks and non-alcoholic beverages, which incurred both a delivery fee and a small order fee. (Note: I specifically requested that if any items were unavailable, I wanted the entire order cancelled.)

Unfortunately, the shop provided me with alcoholic beer instead—something no one in my household drinks. I contacted Deliveroo through their live chat expecting a full refund. However, the agent was slow to respond and threatened to end our chat if I didn't reply within two minutes, even though I was consistently responding.

During our conversation, the agent refused to issue a full refund, offering only a partial one, which was completely unsatisfactory.

When I asked to escalate my case, the agent agreed but then I kept receiving the message "We're sorry we are unable to transfer you right now" after every message I sent.

A manager finally reached out after I had left the app in frustration, though I received no notification despite having them enabled 🤔.

The manager explained that the order wasn't cancelled because the item wasn't marked as unavailable—but this explanation didn't change the outcome, and I still wouldn’t be receiving a full refund.

After lengthy discussions, they agreed to refund the delivery and service charges. However, they refused to refund the small item fee and bag fee, despite my clear instruction to cancel the entire order if any items were missing.

The customer service was absolutely terrible, and I spent over an hour arguing my case. I doubt I'll ever use their services again.

On the bright side! I should probably cut back on takeaways anyway 😜